CRM Business Operations Senior Associate

Career Category Operations Job Description Role overview The Senior Associate provides first-line support for Veeva CRM business and operational questions across Outside US (OUS) with focus on JAPAC.

Responsibilities

• The role combines request resolution with broader business process support, continuous improvement, community communication, and user onboarding.
• The role works closely with the CRM team, which can advise on complex questions and escalations.
• First-line CRM and business support — Serve as the first point of contact for CRM and related business-process questions.
• Clarify the request, provide guidance or resolve it where possible, document the outcome, and involve CRM team colleagues for advice or escalation when needed. · Operational requests — Handle CRM service requests such as data loads and validation, exports, metadata-driven and survey setup, territory, user and product setup support, key message operations, and batch invalidation.
• Follow approved procedures, templates, and quality checks. · Recurring issues and communication — Identify recurring problems, investigate root causes, and propose permanent fixes or process improvements.
• Initiate and prepare clear communications to the CRM Community for broad CRM issues or outages, coordinating with the appropriate teams. · Business analyst onboarding and enablement — Participate in onboarding new Business Analyst (BA) users and gradually take ownership of the onboarding process.
• When new how-to guides or procedures are created, ensure related training and reference documents are updated consistently.
• Keep materials aligned with guidance for each release. · Efficiency and improvement — Use automation and AI-enabled tools, where appropriate and approved, to improve efficiency and consistency.
• Contribute to self-service, reusable documentation, and process improvements. · Project support — Participate in team projects when service workload allows, such as CRM Scan or Field Excellence Summit preparations.
• Role balance and collaboration Ticket and request resolution remains a core responsibility, alongside the business support and improvement work above.
• The role is not dedicated exclusively to tickets; priorities and project participation are balanced with incoming demand.

Requirements

• Associate partners with business stakeholders and the CRM team, and routes technical defects or system development needs to the appropriate IT or product team.
• Qualifications and capabilities · Any Graduation and 5-9 years of Experience in commercial operations, Field Excellence, Sales Operations, CRM operations, or business systems support. · Understanding of CRM business processes; Veeva CRM or Salesforce experience is preferred. · Strong communication, customer support, data management, and process skills, with careful attention to detail and quality. · Ability to distinguish business questions and operational requests from technical defects or enhancements, and to work across regional and cross-functional teams. · Knowledge of territory alignment, customer data, key messages, surveys, cycle planning, field force processes, compliance, or data governance is an advantage. · Pharma experience is an added advantage Measures of success Timely, accurate support; improved first-time-right execution and reduced repeat issues; clear communication during broad CRM issues; smooth BA onboarding; current guidance and training materials; and practical improvements in efficiency and user experience .